Evelyne Karanja
@evelynekaranja
I resolve customer and service desk issues through empathetic support, troubleshooting, documentation, and timely escalation.
KenyaWhat I'm looking for
At MultiChoice Kenya, I handle user queries, service requests, and reported issues, documenting cases accurately and resolving first-level concerns while escalating complex matters to the right teams.
Previously at Calltronix Kenya/MultiChoice Kenya, I supported customers with products, services, accounts, and technical issues. I also reviewed customer interactions for quality, identified service gaps, and provided feedback to strengthen support processes and customer experience.
With more than four years in customer support, I bring clear English communication, empathetic issue handling, troubleshooting, ticket management, and the ability to work independently in fast-paced remote and digital environments.
Experience
Work history, roles, and key accomplishments
Business Desk Analyst
MultiChoice Kenya
Sep 2024 - Present (2 years)
Handles and documents incoming user queries, investigates issues, provides first-level support, and escalates complex cases. Manages multiple service requests, maintains accurate records, and prepares service reports.
Education
Degrees, certifications, and relevant coursework
University of Nairobi
Bachelor of Arts, Psychology, Travel and Tourism
2018 - 2022
Pursued a Bachelor of Arts in Psychology, Travel and Tourism, gaining knowledge in human behavior and the travel industry.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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